About the Role
This position involves delivering advanced technical support for Imunify products, diagnosing system-level issues, and working closely with development and support teams to resolve customer-reported problems efficiently.
Responsibilities
- Provide high-level technical support for Imunify security solutions
- Diagnose and resolve complex software and system issues reported by customers
- Collaborate with engineering teams to escalate and track bugs
- Analyze logs and system behavior to identify root causes
- Respond to customer inquiries via support tickets and chat
- Document troubleshooting steps and solutions in knowledge base articles
- Assist in reproducing reported issues in test environments
- Work across time zones to support a global customer base
- Guide customers through configuration and deployment processes
- Monitor ongoing incidents and participate in resolution efforts
- Contribute to improving support workflows and tools
- Stay current with product updates and security threats
- Communicate technical details clearly to non-technical users
- Follow defined procedures for case management and escalation
- Support integration of Imunify products with various hosting environments
- Perform remote diagnostics using command-line tools
- Assist in validating patches and hotfixes
- Coordinate with QA teams to verify bug fixes
- Maintain accurate case notes and customer interaction records
- Participate in on-call rotations for critical issues
- Help onboard new support team members
- Identify recurring issues and suggest product improvements
- Ensure timely resolution within service level agreements
- Use internal systems to track and manage support cases
- Support customers using Linux-based server environments
Compensation
Competitive salary based on experience and location
Work Arrangement
Remote/Work from anywhere
Team
Part of a global technical support team focused on security products
Why Join Us
- Opportunity to work remotely with a flexible schedule
- Exposure to cutting-edge security technologies
- Collaborative environment with skilled professionals
- Support for professional development and certifications
Tech Stack
- Imunify360 and ImunifyAV products
- Linux servers (CentOS, CloudLinux OS, AlmaLinux, Rocky Linux)
- Python, Bash, and automation scripts
- Jira, Confluence, and internal support tools
- Docker and containerized environments
Not available
